We help the world run better

At SAP, we enable you to bring out your best. Our company culture is focused on collaboration and a shared passion to help the world run better. How? We focus every day on building the foundation for tomorrow and creating a workplace that embraces differences, values flexibility, and is aligned to our purpose-driven and future-focused work. We offer a highly collaborative, caring team environment with a strong focus on learning and development, recognition for your individual contributions, and a variety of benefit options for you to choose from.

Critical Incident Management (CIM) provides a globally accessible escalation point into SAP support for the escalation of existing customer incidents. CIM is the default engagement for all single incident requests with the aim to stabilize and ensure that the standard support process has a fair chance to be executed or in case of being in limbo, to be re-established

 

What You'll Do 

Coordinate / prioritize processing of critical customer cases Mitigate the risk of occurrence of a serious business critical situation on customer side Analysis & monitoring of critical customer situations  Support customers in critical situations in order, to achieve clear understanding and transparency between both parties, by having a universal model of escalation handling across the regions Recognize critical escalations and involve other MCC teams  Professional, proactive communication with SAP customers & colleagues  Attend at e-Learning lessons, remote learning sessions, classroom trainings and coaching Creating internal/external content for our knowledge base

 

What You Bring 

 

Work experience

Basic knowledge of ERP systems Medium level knowledge of operational business processes High level understanding of CRM and Sales processes Ability to work in an international and intercultural team Experience in IT / Information management / Business administration 

 

Education and Skills

Bachelor degree in Business Administration Sense of diplomacy  Open personality and professional communication skills Professional conflict handling skills Able to priorities Excellent analytical and problem-solving skills Ability to work in teams of multicultural nature Customer and quality focus Ready for continuous learning and improvement Fluent spoken and written English language skills are required Spoken and written German language skills are preferred

 

What We Offer

A compensation package above average  Continuous personal and professional growth  Superior office and work environment  Opportunity to work remotely  International team

 

Meet Your Team 

 

As SAP Mission Control Center, we protect, prevent and accelerate to maximize customer success. Taking the lead to resolve problems when something goes wrong is all in a day’s work for the SAP Mission Control Center.

We are a global organization delivering 24/7 support for over 400,000 SAP customers every day of the year. The SAP Mission Control Center helps to protect implementation or upgrade projects and operations, prevent and mitigate risks and accelerate both the adoption of SAP software and return on investment for our customers. With a deployment-agnostic, end-to-end hybrid support portfolio, we ensure a harmonized and transparent on-premise and cloud adoption experience. 

 

Critical Incident Management (CIM) provides a globally accessible escalation point into SAP Support for escalating existing customer incidents. This ensures visibility to the customer and internal stakeholders about any associated action plans to resolve the issue. One of the key objectives of CIM is to achieve a lean process and organization and reduce redundancy and duplicated work in incident solving process.

The main goal of Critical Incident Management is to react quickly or even prevent critical situations for our customers, which might otherwise impact their major business, and we are looking for candidates who strive to make the world run better.

 

​Bring out your best

SAP innovations help more than four hundred thousand customers worldwide work together more efficiently and use business insight more effectively. Originally known for leadership in enterprise resource planning (ERP) software, SAP has evolved to become a market leader in end-to-end business application software and related services for database, analytics, intelligent technologies, and experience management. As a cloud company with two hundred million users and more than one hundred thousand employees worldwide, we are purpose-driven and future-focused, with a highly collaborative team ethic and commitment to personal development. Whether connecting global industries, people, or platforms, we help ensure every challenge gets the solution it deserves. At SAP, you can bring out your best.

We win with inclusion

SAP’s culture of inclusion, focus on health and well-being, and flexible working models help ensure that everyone – regardless of background – feels included and can run at their best. At SAP, we believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. We ultimately believe in unleashing all talent and creating a better and more equitable world.
SAP is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to the values of Equal Employment Opportunity and provide accessibility accommodations to applicants with physical and/or mental disabilities. If you are interested in applying for employment with SAP and are in need of accommodation or special assistance to navigate our website or to complete your application, please send an e-mail with your request to Recruiting Operations Team: Careers@sap.com
For SAP employees: Only permanent roles are eligible for the SAP Employee Referral Program, according to the eligibility rules set in the SAP Referral Policy. Specific conditions may apply for roles in Vocational Training.

EOE AA M/F/Vet/Disability:

Qualified applicants will receive consideration for employment without regard to their age, race, religion, national origin, ethnicity, age, gender (including pregnancy, childbirth, et al), sexual orientation, gender identity or expression, protected veteran status, or disability.
Successful candidates might be required to undergo a background verification with an external vendor.

Requisition ID: 413511  | Work Area: Customer Service and Support  | Expected Travel: 0 - 10%  | Career Status: Professional  | Employment Type: Regular Full Time   | Additional Locations: #LI-Hybrid.